Create Record Types

Record types determine the business processes, page layouts, and picklist values that agents use. AW Computing needs two record types, one for each support process you created in the preceding step. Enable both record types for all profiles so that any support agent can create a case for either record type.

Create a Product Support Record Type

First, create record type using the product support process and the correct picklist values for the Type field.

  1. While still viewing Case in the Object Manager, select Record Types.
  2. Click New and complete the field details.
    Field Value
    Existing Record Type
    Master
    Record Type Label
    Product Support
    Support Process
    Product Support Process
    Description
    Record type for product support cases
  3. Ensure Active is selected.
  4. Select the Enable for Profile checkbox and ensure all checkboxes in the column are selected.
  5. Click Next.
  6. Ensure Apply one layout for all profiles is selected.
  7. Select Case Layout from the picklist.
  8. Click Save.
  9. In the Picklists Available for Editing section, click Edit next to the Type field.
  10. Hold down the Control or Command key and select Mechanical, Electrical, and Structural from the Selected Values list.
  11. Click Remove arrow to move them to the Available Values list. Case Type page showing the values removed from the picklist for the Product Support record type.
  12. Click Save.

Create an Inquiry Record Type

Next, create a record type using the inquiry support process and the correct picklist values for the Type field.

  1. While still viewing Case in the Object Manager, select Record Types.
  2. Click New and complete the field details.
    Field Value
    Existing Record Type
    Master
    Record Type Label
    Inquiry
    Support Process
    Inquiry Process
    Description
    Record type for inquiries
  3. Ensure Active is selected.
  4. Select the Enable for Profile checkbox and ensure all checkboxes in the column are selected.
  5. Click Next.
  6. Ensure Apply one layout for all profiles is selected.
  7. Select Case Layout from the picklist.
  8. Click Save.
  9. In the Picklists Available for Editing section, click Edit next to the Type field.
  10. Hold down the Control or Command key and select Product Specifications, Shipping, and Warranty from the Selected Values list.
  11. Click Remove arrow to move them to the Available Values list.
  12. Click Save.

Now that you’ve established the record types that Noah’s support team needs, ensure that the team adheres to their service level agreement by creating an escalation rule for product support cases.

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